Customer Service in Financial Services Industry
The financial services industry is fast-moving and highly competitive. Customers are savvy and the market place can be an unforgiving environment. In such competitive environments, customer service is critical to high performance in financial services. Banks, insurers and other financial institutions’ customer service must be delivered at the highest level so as to create sustainable value for their customers.
Ethos has been working with financial institutions, some for over over five years, and have recently released the findings of its 5th Annual Bank Benchmarking Study. Ethos recognises that in highly competitive environments, the battle for success is fought on the field of customer experience. It is the sum of interactions that will determine whether a customers' expectations have been achieved and, in they future, they frequent the financial institution again.
Deeper understanding of Financial Services Industry
A great customer experience can dramatically improve customer loyalty, and can also serve as a draw for new customers, making a customer service orientated culture a very powerful tool. Ethos Consultancy's experience within this sector is second to none. With a suite of experts in customer service measurement and improvement, Ethos also has a deep understanding of the intricacies of these institutions and the complication of regulations often acting as 'speed bumps' that can slow down innovation and customer response times.
Dubai Bank Case Study
Read about Dubai Bank's recent acknowledgment as ‘Best Islamic Bank’ and ‘Most Improved Bank’ within Ethos Consultancy's 2009 UAE Service Quality Bank Benchmarking Study.
"Excellent training, customised to our needs, conducted by highly qualified professional Service Quality Consultants, great learning environment, attention to detail, measuring outcomes & proactive follow up is the journey drawn by Ethos Consultancy to Service Excellence. This is one of the enablers behind our success within the annual Bank Benchmarking Study" Leslie Fernandes, Assistant VP of Service Quality, FGB